How to customize messages per communication channel?

Now it is possible to create specific messages for each communication channel where your robot is activated. For instance, if you want the welcome message to be different on WhatsApp and Facebook, you can configure these texts directly on the robot's questionnaire. To do so, we have added the possibility for you to customize the robot's response based on conditions directly in your questionnaire.

In this article, we will teach you step-by-step of how to implement these customization.

topics

What can we do with this functionality?

Variables

Steps

What can we do with this functionality?

This feature allows you to create specific messages per communication channel based on conditions applied in your robot's questionnaire.

Example: Set up a different message for WhatsApp and another for ChatWeb.

Variables

Variables are elements responsible for storing information and work with the substitution logic. This means that when the information related to that variable exists, it will be stored and displayed in the robot. If the information is not available, the field will appear blank.

We have 2 types of variables:

• Condition - Based on the service channel and/or within and outside business hours
• Text - Based on the traveler's name

Variables for the service channel

• WhatsApp: {{isWhatsApp}} - Chat is on WhatsApp (true or false)
• Facebook: {{isFacebook}} - Chat is on Facebook (true or false)
• ChatWeb: {{isChatWeb}} - Chatis on ChatWeb (true or false)
• Google Business: {{isGoogleBusinessMessages}} - Chat is on Google My Business (true or false)
• Instagram: {{isInstagram}} - Chat is on Instagram (true or false)

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⚠️ Important: The variables must appear at the beginning and end of the customized message.

• To open the variable, you include the tag {{#}}
• To close the variable, you include the tag {{/}}

For example:

{{#isWhatsApp}}

MESSAGE

{{/isWhatsApp}}

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Steps

1. Access your Admin Panel;
2. Click on Questionnaire;
3. Choose the message you want to customize;

For example, you want to set up a greeting message for each service channel. In this case, you will select the initial settings session of the questionnaire.

4. In the text field for editing the message, you must insert the messages with the following codes:

{{#isWhatsApp}}

Hello, thank you for contacting us through WhatsApp!

{{/isWhatsApp}}

{{#isFacebook}}

Hello, thank you for contacting us through Facebook!

{{/isFacebook}}

{{#isChatWeb}}

Hello, thank you for contacting us through ChatWeb!

{{/isChatWeb}}

{{#isGoogleBusinessMessages}}

Hello, thank you for contacting us through Google My Business!

{{/isGoogleBusinessMessages}}

{{#isInstagram}}

Hello, thank you for contacting us through Instagram!

{{/isInstagram}}

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⚠️ Attention: After making the configuration, validate the operation immediately in your robot to ensure that the responses are being performed correctly.

➝ This feature is not yet available in the "Test robot" section of the Questionnaire menu! That is, you will need to save the response change and test it directly on your website/channel of interest.

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